case

Grundfos Elevates Global Customer Loyalty

Grundfos places customer satisfaction and loyalty at the core of its business strategy. With a presence in more than 60 countries, the company recognized the need for a structured and consistent approach to measuring and improving customer loyalty worldwide. By working with Ennova, Grundfos was able to implement a reliable, high-quality customer feedback system tailored to support its extensive international operations.

grundfos_logo

Founded in 1945, Grundfos is a leading global provider of advanced pump solutions and water technologies with more than 20,000 employees in over 60 countries. With a focus on sustainability and innovation, Grundfos pioneers solutions to address the world's water and climate challenges and aims to improve the quality of life worldwide.

Source: https://www.grundfos.com/

INDUSTRY - INDUSTRIAL ENGINEERING
PRODUCTS - CUSTOMER RELATION SURVEY

SOLUTION
An easy-to-use solution with strategic, scalable insights

RESULT
Achieving best practices in customer loyalty across regions

CHALLENGE

Building a unified approach to global customer loyalty

Grundfos wanted to systematically assess customer loyalty across its global operations. The goal was to gather actionable insights from a variety of markets and cultures.

These insights would enable them to identify areas for improvement and provide tools to track their current performance, while setting a path towards best practices in customer experience.

The solution had to be comprehensive enough to serve as a reliable diagnostic tool for customer interactions, and actionable enough to make a tangible difference in customer satisfaction.

"Systematic survey of customer loyalty across 60 countries, and identifying how we could create tools to indicate our current status and what we need to do better to achieve best practice."

Morten Back Jensen, Group V.P. Group Marketing,
Grundfos

Solution

An easy-to-use solution with strategic, scalable insights

Ennova's Customer Relation Survey has provided Grundfos with the strategic insights needed to improve customer loyalty. Designed to be scalable, the survey allowed for easy implementation and rapid deployment, ensuring Grundfos could receive and act on feedback from all global markets.

Customer Relation Survey

Our Customer Relation Survey helps you identify the key drivers of your customer satisfaction and explore potential improvement areas.

This easy-to-use solution provides practical tools that not only highlight areas for development, but also translate insights into concrete actions.

In addition, the platform's flexibility means it can accommodate both local nuances and global trends, providing Grundfos with a consistent yet adaptable customer experience strategy.

"I would ask my network four things: Do you have a diagnostics tool? A tool that can be used as a starting point for customer dialogue? Do you have a tool that transforms the customer survey results into actions? And which can support the difficult journey of putting customer satisfaction on the agenda? If not, I think you should turn to Ennova."

Morten Back Jensen, Group V.P. Group Marketing,
Grundfos

Result

Achieving best practices in customer loyalty across regions

The insights from the Customer Relation Survey have enabled Grundfos to implement impactful changes and put them on the map for best practices for customer experience.

"I can rely on what I get from Ennova. They give our CX work the stamp of quality."

Morten Bach Jensen, Group V.P. Group Marketing,
Grundfos

The structured data collected has become essential in improving customer dialog and helping Grundfos achieve consistent customer loyalty across all regions. Grundfos recommends Ennova as a trusted partner for companies looking to improve their customer experience efforts.

Morten Bach Jensen, Group V.P Group Marketing
Grundfos
www.grundfos.com

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